Amoud University Communication skills For Undergraduates Lecture Notes Juliana 4/9/2016 AMOUD UNIVERSITY “A Vehicle for Peace and Development” Chapter One Communication Skills Introduction Communication is a key element in any human activity. Communication is a learned skill. However, while most people are born with the physical ability to talk, not all can communicate well unless they make special efforts to develop and refine this communication skill. Very often, we take the ease with which we communicate with each other for granted, so much so that we sometimes forget how complex the communication process actually is. Communication takes place when we are supposedly at the same level of understanding and comprehension as other interlocutors. Common forms of communication include speaking, writing, gestures, touch, using pictures and broadcasting. Communication is therefore not what is said whether verbally or non-verbally, but what is understood. What is communication? Communication is a word derived from the Latin word communis or commūnicāre, which means ‘to make common’ or ‘to share’. Communication is the act of conveying intended meaning to another person through the use of mutually understood signs and language. Communication is the art of transmitting information, ideas and attitudes from one person to another. Communication is the process of meaningful interaction among human beings. The basic steps of communication are: the forming of communicative intent, message composition, message encoding, and transmission of signal, reception of signal, message decoding and finally interpretation of the message by the recipient. Page 2 of 131 AMOUD UNIVERSITY, FACULTY OF COMPUTING AND ICT: “Electronic Hub For Peace & Development” AMOUD UNIVERSITY “A Vehicle for Peace and Development” Communication is simply the act of transferring information from one place to another. When you call or talk verbally to your friend, then you are said to be communicating with your friend. Characteristics of Communication The characteristics of communication include: 1. Communication is a process: Communication is a 2 way process which involves; listening to others (Receiving) message Asserting/Expressing (Sending). 2. Communication is a dynamic: it is ever changing depending on the variables at play. 3. . Communication is a complex a process. 4. Communication is a two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and share meaning. 5. Communication involves the sharing of information using a code. 6. Communication occurs between people and sometimes animals 7. Communication is irreversible: once one has communicated something it cannot be recalled back. 8. Communication is a system 9. Communication must have the elements of communication: Source, receiver, channel, message, noise, feedback. 10. Communication can be verbal/ non verbal or visual. 11. Communication can be accidental especially in non-verbal Functions of communication Human beings communicate for various reasons. Here are some of the reasons why we must communicate: Page 3 of 131 AMOUD UNIVERSITY, FACULTY OF COMPUTING AND ICT: “Electronic Hub For Peace & Development” AMOUD UNIVERSITY “A Vehicle for Peace and Development” 1. To change in behavior 2. To influence others 3. To express our thoughts and emotions through words & actions. 4. It is a tool for controlling and motivating people. 5. It is a social and emotional process. 6. Communication for improving self-confidence 7. Entertain 8. Educate 9. Establish relationships 10. Inform 11. Solve problems 12. Make orders 13. Give directions Forms of Communicating Verbal Communication All forms of communication can be categorized as either verbal or nonverbal. Both verbal and nonverbal communication can be subdivided into either vocal or non- vocal. Verbal communication involves using speech to exchange information with others. We usually communicate verbally in face-to-face conversations such as; meetings, interviews, conferences, speeches, phone calls e.t.c. Much of the communication that takes place between people is both verbal and non-verbal; that is, it is based on language and gestures. Verbal communication of the vocal category includes spoken language, while non- vocal verbal communication involves written communication as well as communication Page 4 of 131 AMOUD UNIVERSITY, FACULTY OF COMPUTING AND ICT: “Electronic Hub For Peace & Development” AMOUD UNIVERSITY “A Vehicle for Peace and Development” that is transmitted through transmitted through sign language, finger spelling, Braille, or other similar alternatives to verbal language. Paraverbal/paralinguistic/ paralanguage features Paralinguistic or paralanguage features are the aspects of spoken communication that do not involve words. They add emphasis or shades of meaning to what people say. Paralinguistic features accompany verbal communication and are the vocal signals beyond the basic verbal message. Paralinguistic elements in a person's speech, convey meaning beyond the words and grammar used. Examples of paralinguistic features include pitch, rate, quality of voice and amplitude. Other forms of paralanguage can also include laughter or imitative speech. Prosody, which is the rhythm, pattern, stress, rate, volume, inflection and intonation of a person's speech, is also a form of paralanguage. People express meaning not just in what they say but in the way they say it. The paralinguistic features employed by a speaker provide hint to the meaning, communicate the speakers’ attitudes and convey their emotion. Paralinguistic features also alert the listener as to how to interpret the message. Many of these paralinguistic features are culturally coded and inherent in verbal communication, often at a subconscious level. Non-Verbal Non-verbal communication is a type of communication that employs gestures and body language. The term "body language" is sometimes used to denote non-verbal communications. "Body Language" is the communication of personal feelings, emotions, attitudes, and thoughts through body-movements such as gestures, postures, facial expressions, touch, smell, walking styles and positions among Page 5 of 131 AMOUD UNIVERSITY, FACULTY OF COMPUTING AND ICT: “Electronic Hub For Peace & Development” AMOUD UNIVERSITY “A Vehicle for Peace and Development” others. These movements can be done either consciously or involuntarily; more often they ‘happen’ subconsciously, and are accompanied, or not accompanied, by words. There are basically three elements in any face-to-face communication. These three elements account differently for the meaning of the message:  Words account for 7%  Tone of voice accounts for 38% and  Body language accounts for 55% of the message. Our body language and tone of voice should be consistent with the words we use. This is only possible when we say what we mean to say and say it rightly. Otherwise we can confuse people and reduce the prospect of getting our message across to be understood. Non-verbal communication can lead to misunderstandings, communication failure and even conflicts if the interlocutors are careless. Non-verbal communication includes: (P)OSTURES & GESTURES (E)YE CONTACT (O)RIENTATION (P)RESENTATION (L)OOKS (E)PRESSIONS OF EMOTION Body language and kinesics are based on the behavioral patterns of non-verbal communication. Body language can actually contradict verbal communications and reveal our inner feelings about any particular person or topic either intentionally or unintentionally. Page 6 of 131 AMOUD UNIVERSITY, FACULTY OF COMPUTING AND ICT: “Electronic Hub For Peace & Development” AMOUD UNIVERSITY “A Vehicle for Peace and Development” The way in which you fold your arms, cross your legs, sit, stand, walk, move your head, eyes, lips reveal what you may be thinking or feeling. For example, you may be sitting and conversing with a person; suddenly, he leans forward and with both arms clutches the chair. By doing so he non-verbally communicates to you his desire to end the meeting. Body language has shed new light on the dynamics of relationships. Hands Gestures Hands and arms are used by most of us to communicate our thoughts. People rub arms together, keep their arms closed, and clinch the fists. All these tell what the person has in his mind involuntary. It is a way that people non-verbally communicate positive expectations. Hands clenched together seems to be a confident gesture as some people who use it are often smiling and sound happy. However, if the hands are clenched too tightly, it is indicative of frustration or hostile attitude. Eye Gestures/facial expression Facial expression, offers the most readily observable group of gestures. We focus our eyes on the face more often than on any other part of the body, and the expressions we see there have widely accepted meanings. If a prospect's eyes are downcast and face turned away, you're being shut out, however, if the mouth move, he is probably considering your presentation. If his eyes engage yours for several seconds at a time with a slight, one-sided smile extending at least to nose level, he is weighing your proposal. It is only when you see 'eye to eye' with another person that a real basis for communication can be established. Other forms of nonverbal communication include: Touch, smell, distance. Page 7 of 131 AMOUD UNIVERSITY, FACULTY OF COMPUTING AND ICT: “Electronic Hub For Peace & Development” AMOUD UNIVERSITY “A Vehicle for Peace and Development” The number of people in a communication situation affects the use of non-verbal communication. The more the persons involved, the more complex the use and understanding of the non-verbal communication becomes. However, to decipher the non-verbal communication it is important to see, interpret and understand them holistically and in a context, while identifying the different types of personalities involved. Levels of communication 1. Intrapersonal (Within a person) 2. Interpersonal (Face to face) 3. Group communication 4. Mass communication 5. Inter country/ Development Communication Barriers 1. Physiological Barriers Physiological barriers may result from individuals' personal discomfort, caused, for example, by ill health, poor eye sight, or hearing difficulties. These may also affect one’s personality in many different and mostly negative ways. This can best be handled by working on developing a positive perception as certain physiological features contributing to barriers may not be curable. 2. Physical Barriers Physical barriers include:  Office doors, barrier screens, separate areas for people of different status  Large working areas or working in one unit that is physically separate from others.  Distance Page 8 of 131 AMOUD UNIVERSITY, FACULTY OF COMPUTING AND ICT: “Electronic Hub For Peace & Development” AMOUD UNIVERSITY “A Vehicle for Peace and Development” Research shows that one of the most important factors in building cohesive teams is proximity. Proximity in different cultures is different and therefore needs to be taken in the right context. It has been observed that people coming from rural backgrounds with more physical space available may not feel comfortable in closed quarters as they tend to have larger personal spaces as compared to people living in urban conditions. This aspect alone can become a significant psychological barrier if they subconsciously feel “threatened” by inadvertent “invasion” of their personal space in case an urbanite approaches them in close proximity considering it as a normal personal space. 3. Cultural Barriers Culture prescribes behavior. Humans can adapt to different culture once we come to accept it and appreciate that cultures are different so that we can be recognized from others and that no specific connotations need to be attached to one culture or the other. 4. Language Barriers Language that describes what we want to say in our terms may present barriers to others who are not familiar with our expressions, buzz-words, and jargon. When we couch our communication in such language, it is a way of excluding others. In a global setting the greatest compliment we can pay another person is to talk in their language. 5. Interpersonal Barriers Withdrawal is an absence of interpersonal contact. It is both refusals to be in touch with others. 6. Psychological Barriers Page 9 of 131 AMOUD UNIVERSITY, FACULTY OF COMPUTING AND ICT: “Electronic Hub For Peace & Development” AMOUD UNIVERSITY “A Vehicle for Peace and Development” There are 3 types of psychological barriers would be discussed as they are the most common ones. a. Perceptual barriers b. Emotional Barriers, and c. Experiential barriers. Perceptual barriers The problem with communicating with others is that we all see the world differently. A bad experience would perceptually block out unpleasant things. This could be in the shape of avoiding it and if that is not possible by altering the behaviors i.e., response types in different ways. Similarly, retention filters out things that feel good, and gives the tendency to forget those things that are painful. It is very interesting to note that how our experiences taint or color our perceptions. Perceptual barriers can significantly alter our understanding and thus affect our communication. They are deep rooted and work in conjunction with our experiences. Emotional barriers One of the other chief psychological barriers to open and free communication is the emotional barrier. It is comprised mainly of fear, mistrust, and suspicion. As mentioned earlier the roots of our emotional mistrust of others lie in our childhood and infancy when we were taught to be careful what we said to others. Experiential barriers Experiential barriers on the other hand become barriers by virtue of not having experienced them leading to altered interpretation and comprehension. Our experience shapes our view of the world. For example, when children experience trauma at the hands of trusted adults (especially family members) their emotional Page 10 of 131 AMOUD UNIVERSITY, FACULTY OF COMPUTING AND ICT: “Electronic Hub For Peace & Development”